Lord Harris of Haringey: My Lords, £1.37 per minute plus the carrier costs and £5.48 for an email? This issue was drawn to my attention by a postgraduate researcher based in India seeking to clarify their visa position. The costs are not insignificant to such a person. The Minister mentioned commercial sensitivity because this is a privatised service. Presumably that means that, in this case, a graduate student would not even be talking to Home Office officials to get the answers they wanted. Can she place on record the quality impact assessment that was carried out when this was introduced, and tell us where the liability lies in the event of bad advice being given? Is it with the Home Office, the contractor or the graduate student in India?